New Redwood Presence and Availability Profile Options

We have made some changes to the Omnichannel Work Availability toolbar in both Classic and Redwood Service when you have some of your users set up to use Classic Service and other users set up to use Redwood. If Redwood has been enabled but has users accepting chats in Live Window, then those users will only be set their chat availability in the Classic user interface. If Redwood is enabled and Live Window is not being used, then users will be only able to set their chat availability in the Redwood Service user interface.

In Classic Service we have provided the ability to use the SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION profile option to remove the ability for agents to toggle their work availability in the Omnichannel toolbar. In this release, we have now extended this feature for use in Redwood Service.

In addition to providing SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION profile option for Redwood Service, we also will honor the SVC_OMNI_REINSTATE_WORK_ITEM_AVAILABILITY profile option. This profile option, when enabled, will automatically reinstate the channel availability when returning back to Redwood.

This will provide a consistent agent experience where their availability will be set on their behalf.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service

The two profile options below were available for the Classic Service users, however, we are now honoring these now in the Redwood Service experience.

SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION - The default site value for this profile option is None, however, if you want to enable you can select a channel or all channels to remove the ability to toggle work availability.

SVC_OMNI_REINSTATE_WORK_ITEM_AVAILABILITY - The default site value for this profile option is None, however, if you want to enable you can select a channel or all channels to reinstate an agents work availability when returning to Fusion Redwood.

Tips And Considerations

• If enabled, you will need to communicate to all of your agents that there will be changes on how their Omnichannel toolbar will now work.

Key Resources

See the Enable Omnichannel section of the Implementing Service Center in the Classic User Experience guide

Access Requirements

An Administrator will need the appropriate privileges to:

• Update the SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION and SVC_OMNI_REINSTATE_WORK_ITEM_AVAILABILITY profile options